This week’s Compensation Clinic case comes from my stay at the InterContinental Miramar in Panama the other week where the hotel was not quite up to speed with the Royal Ambassador benefits.
In general, the Royal Ambassador benefits at the InterContinental hotels are great. You get both guaranteed 8AM check in and 4PM check out, complimentary minibar beverages, suite upgrade and/or club access etc.
You can access InterContinental Miramar Panama website here.
Here are the issues:
– Royal Ambassador / Ambassador priority check in was missing (there was an elite sign tucked away with four others at the one end of the check in desk)
– Hotel forgot to provide the welcome letter, mineral water, fruit basket and welcome gift (this one was recently removed from the T&C’s but many IC’s still provide it nevertheless)
– One of the two hotel elevators broke down and was stuck on my floor.
Had a chat with the guest relations manager who found out that the Royal Ambassador set up was placed in entirely different room and whoever checked me in forgot to have someone move it. Not sure why the person checking me in changed the assigned room.
The manager offered 10,000 IHG Rewards Club points for these issues and we settled for 15,000.
Well. I wouldn’t have cared about the fruit basket, but the breakfast in the club lounge was so bad that I decided to skip it and have some fruits that the hotel should have delivered. Just realized at that point that they were entirely missing.
I cannot stand hotels that try not to offer instant check in for Royal Ambassadors and expedited one for Ambassadors and IHG Rewards Club elite members. It is really a lifesaver if you have a big group checking in or out at the same time with you.